Customer Success Associate (West Coast)

ngrok is simplified, API-first ingress-as-a-service trusted by over 5M developers to get their apps online faster and keep security happy. With one line of code, developers get instant ingress to services with authentication, observability, and other critical controls. All without provisioning legacy proxies, load balancers or VPNs. ngrok’s simplicity has made it a de-facto standard tool among developers, and the world’s top brands — including GitHub, Okta, Shopify, and Twilio — recommend it throughout their documentation.

Our employees are low-ego, curious learners with a passion for developer-first tooling. As a company, we set aside an hour each fortnight for shared introspection about anxieties and excitement, both personal and professional. We’re building an inclusive, remote-first organization that sets each individual up to be their best self.

We believe the total addressable market for ngrok is in excess of $73 billion and are increasing our growth to capture that.

The Customer Success Team solves complex problems and answers technical inquiries via support tickets, email, chat, social media, and phone. As a Customer Success Associate (CSA) on the Customer Success team, you will be passionate about helping customers, love putting yourself in our customer’s shoes (big or small), enjoy resolving problems, and identifying root causes of issues. The CSA will also help our customers in the growth segment with billing, Sales, and self-service questions. As a customer advocate the CSA will work closely with the Customer Success and Sales organizations to ensure that our customers have their questions answered as they grow with ngrok.  The CSA will have the opportunity to engage with multiple ngrok teams such as Customer Success, GTM, Marketing and Product to name a few. We're looking for candidates who want to develop and grow their experience and their career at ngrok.

• Manage a queue of non-technical support tickets and differentiate between non-technical and technical
• Lead engagement of non-technical tickets and engage technical teams as necessary to help with technical tickets
• Prioritize issues based on severity and customer impact
• Fulfillment of vendor/supplier forms
• Handle payments, refunds, credits and other sensitive customer requests 
• Collaborate with many cross-functional organizations daily
• Raise product bugs to relevant teams
• Take ownership of the self-service sales cycle from lead to close as needed.
• Triaging of Sales leads, Security, Legal and other inquiries to different internal teams
• Assist with self-service questions and take direct action as needed to solve billing or sales related questions in the growth market.
• Craft customer success assets, adapt existing customer success assets, and work with other teams to refine existing and create new customer success assets.
• Push creative thinking and come up with process improvements and new ways to delight customers.
• Be a customer advocate for timely resolution of the questions and problems reported, understand the environment/network and impact on business.

• 2+ years work experience in customer support for an Enterprise SaaS organization
• At least one of the following: Bachelor's degree in Engineering, Computer Science or a comparable field, have completed a Developer bootcamp, or have some equivalent technical experience
• An ability to adapt to rapidly-changing environments and processes
• Hands on experience with customer issues/tickets as well within a community channel
• Experience working for a Startup is a positive
• Familiarity with networking concepts including VPN, DNS, IP addressing, and Routing.
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person).
• Must be located on the West Coast (PST/MST)

All candidates must be US-based, and legally authorized to work in the United States.

If your experience is close but doesn’t fulfill all requirements, please apply. ngrok is on a mission to build a special company. To achieve our goal, we are focused on hiring people with different backgrounds, perspectives, and experiences!

Compensation for this role depends on level, but we provide a competitive mix of salary and equity.

We provide a 401(k) with a 100% match up to 3% of your salary and a 50% match up to another 2%.

We provide healthcare, dental, and vision with premiums fully covered on the base plan for employees. Half of premiums are covered for dependents.

We offer unlimited PTO and a culture in which the overwhelming majority of employees take more than four weeks. Your manager is also on the hook for encouraging you to do the same.

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